Technical Support

SAWSAN BANNOURAH

***** ******** **** ******, ** *6032

**********@*****.*** Home: 317-***-**** Cell: 317-***-****

TECHNICAL AND INSTRUCTIONAL SUPPORT SPECIALIST/DATA MANAGEMENT

Technologically sophisticated, bilingual (Arabic/English), IT Support & Training Specialist with hands-on

experience with various applications. Instructional technology facilitator for faculty and students.

Expertise in:

! Computer Information ! Server Upgrades and ! IPad Management &

Systems Conversions Deployment

! Data Management Systems ! Users Accounts ! Help Desk Support

! Web Content Management ! Email Infrastructure ! LAN/WAN/Wireless Support

TECHNOLOGY SUMMARY

Networking: LAN/WAN, Windows Server, File Engine Server, TCP/IP, SQL Server, Wireless Network

Operating Systems: Windows 8 and XP, Apple OS (iPad and MacBook)

Applications: Blackbaud (Education Edge, Financial Edge, Raiser’s Edge for database management system), ACS

Software (church database system) MS Office Suite 2010 (Word, PowerPoint, Excel, Access, Publisher), Joomla

(web hosting and design), Constant Content (for newsletters), Webhelp (for help desk support), Edline (for Student

Management System), Blackboard Connect (for emergency messaging system), Google App for Education (Google

Email and Google Drive), JoinMe (for remote access and meetings), Formstack (for online form builder), Phanfare

(for photo sharing system).

EXPERIENCE

St. Richard’s Episcopal School and Trinity Episcopal Church Indianapolis, IN

Technology Systems and Data Management Director May 2012-present

Technical Support Specialist and Computer Administrator June 2005-May 2012

Promoted to be the Data Management Director as well as Product Management Team Leader responsible

for the implementation and control of the school’s Management Information System (MIS), managing all

aspects of the institution’s administrative and educational database records and ensuring data integrity and

accuracy.

" Blackbaud: Served as the system expert for database by entering, summarizing, and analyzing data

for accuracy and producing standard and custom confidential reports requested by administrators.

Generated and distributed student demographics, including scheduling and grading information.

" Webhelp: Provided first-level technical support for the school staff by troubleshooting, configuring,

and maintaining software and hardware issues.

" iPad Deployment: Developed and implemented a technology purchase plan for the school iPad

Initiation Program. Ensured a successful deployment for the iPad and MacBook into the classrooms.

" Application Management:

" Google App for Education: Enrolled and migrated the school email system from

GroupWise to Google Email. Created user email accounts and introduced the staff to the

Google Drive functionality.

" School Website: Maintained the school website and ran the daily updates for the site using

Joomla.

" Edline: Established faculty websites and the setup of student and parent accounts to Edline

in order to provide students and parents access to their teachers’ homework and resources.

" Blackboard Connect: Introduced a new messaging system for the school and ensured the

accuracy of parent contact information in the system.

" Constant Content: Enabled parents’ email account to receive the weekly school

newsletter and worked with the teachers to help build and design their newsletter while

maintaining one cohesive design look for the whole school.

" Formstack: Trained the staff on the use of the automated online form system that allows

the ability to retrieve real time data.

" Additional Responsibilities:

• Provide speedy and timely first-level tech support and on-site assistance as needed for faculty,

administrators, staff, students, and parents

• Assist in maintaining, configuring, and upgrading the school's network, hardware, software,

and/or systems infrastructure. This includes but is not limited to:

o Design and/or deploy software images

o Research and provide solutions to existing problems and submit new ideas for growth

opportunities

o Configure, install, and maintain all school desktops, laptops, tablets, phones, printers,

copiers, A/V, etc.

• Manage the institution’s student information system (SIS). This will include all records

management and data support for Admissions, Registrar, Development, and Business Office.

• Manage the institution’s SIS web and mobile community where faculty, students, parents, and any

other school constituents login to obtain academic, account, and biographical information.

• Manage the institution’s directory, file, and email services.

• Trained teachers and staff to use Mimio devices, SMART Boards, and digital cameras.

• Synchronized apps on the iPad carts according to teacher requests.

College Park School Indianapolis, IN

Computer Lab Assistant and Help Desk Support September 2000-June 2005

" Maintained the school inventory for all technology equipment.

" Trained teachers in the use of various applications such as Microsoft Office, GroupWise email

system, and other essential school applications.

" Fixed various desktop problems that occurred throughout the school.

" Installed new computers, printers, software, and other network devices.

" Taught five to six classes daily in the computer lab covering Microsoft Office, Windows Movie

Maker, keyboarding skills, and Internet researching.

" Provided a Help Desk service inside the school for all the staff.

EDUCATION

Ivy Tech Community College Indianapolis, IN

Information and Technology Department May 2006

Associate Degree in Computer Information Systems

Bethlehem University West Bank, Israel

College of Arts & Sciences May 1992

Bachelor of Arts & Science

Major: English; Minor: Education

WORKSHOPS

" Hoosier Educational Computer Coordination Conference (HECC), Indianapolis, IN, November 2005-2013

" Indiana Association of Independent School Conference (IAIS), Fort Wayne, IN, October 2013

" Lake Forest Academy ICON (iPad deployment) Chicago, IL January 2012

" Blackbaud Training, Charleston, SC, May 2013 and April 2012

" IAIS Conference, Park Tudor School Indianapolis, IN, February 2012; Orchard School, February 2011

" New Horizon A+ Training, Carmel, IN, March 2001

Contact this candidate